Important information
- Customer Complaint:
Blackhawk Network Holdings Inc. came to BBB’s attention in January 2009. A review of complaints was completed in October 2024.
Consumers are encouraged to review the links below for assistance with gift card questions. Because the terms of use may be subject to change, BBB encourages consumers to read the terms of service and the card order agreement using the links provided. Important sections to read are the company’s rights, fee’s that may be associated with your card and fraud abuse.
https://blackhawknetwork.com/lets-talk/faq#user=allhttps://blackhawknetwork.com/card-order-agreement
https://blackhawknetwork.com/terms-use
Complaints
This profile includes complaints for Blackhawk Network Holdings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,123 total complaints in the last 3 years.
- 388 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/02/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a Best Buy gift card from their site, never received the card, contacted Best Buy customer support about it, and was told that it was a scam and that they would be unable to help me. I call their company number and get no answer, I email and also get no answer.
Business Response
Date: 11/10/2022
November 10, 2022
Better Business Bureau
Complaint Case: 18350095
RE: *************************
Dear *****,
On November 2, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding an online order for a Best Buy gift card he did not receive.
As of November 10, 2022, we have sent three emails requesting order information so we can research his concern with no response. We invite ****************** to use the online Contact Form on the website which was used to place the order so a representative can provide any insight that we may have. We sincerely apologize for any inconvenience ****************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.
Best Regards,
***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************Initial Complaint
Date:11/02/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 14th I placed an order for Recondition Iphone 11 for $119.97 from Total Wireless, 2 days later they canceled my order with reason Item out of stock, however they still charged to my debit card. For over a month they refused to issue refund so I reach out to BlackHawk network and filed for dispute. Blackhawk open a dispute case on Aug. 1, 2022, In the Email they state that "disputes can take up to 90 days to complete. However, most are completed within ***** days." It's been more than 90 days and they still have not given my money back, I've try contact them through email but they won't reply, I called them over the phone and the agent was clueless and tell me continue to wait. dispute case reference # Ref:MSG26903543Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau
Complaint Case: 18349565
RE: *********************
Dear *****,
On November 2, 2022, Blackhawk Networks (Blackhawk) received a complaint from ********************* regarding a refund of $119 that has not been received for an order that was cancelled.
On July 22, 2022, we received an email from ******************* advising that an order that was placed for $119.97. Case CS7898309 was created, and on July 28, 2022, we received documentation from **************** confirming that the order was indeed canceled by the merchant. On July 30, 2022, an email was sent to ****************, advising that we could not locate the card information and requesting the proxy, DDA, the registered name exactly as it is shown on the gift card, or the full card number. **************** responded the same day with the full card number. On August 2, 2022, an email was sent to **************** requesting the name registered on the gift card itself, and **************** responded the same day with the name as it shows on the gift card. The transactions were flagged on August 3, 2022, and the dispute form was uploaded internally for review. On October 1, 2022, we received an email from ****************, requesting an update to the dispute. *************** also called on the same date to request updates to his dispute, and he was advised that our dispute is still in process with the merchant in question.On October 24, 2022, **************** requested an update, and he was advised of the thirty (30) to ninety (90) day timeframe for our dispute process with the merchant.
On November 11, 2022, ******************* dispute was closed in his favor. On November 28, 2022, a replacement gift card was to be sent to **************** due to the original gift card having expired. The replacement gift card was sent November 29, 2022, with the gift card arriving within ten (10) to fifteen (15) business days at the address *************** provided in his dispute. We sincerely apologize for any inconvenience *************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************Customer Answer
Date: 12/09/2022
Complaint: 18349565
I am rejecting this response because: They said the replacement card was sent out on Nov. 29,2022, however it's been 10 days and I have not receive the card.
Sincerely,
*********************Business Response
Date: 12/12/2022
December 12, 2022
Better Business Bureau
Complaint Case: 18349565
RE: *********************
Dear *****,
On December 9, 2022, Blackhawk Networks (Blackhawk) received a rejection to our response concerning a complaint from ********************* regarding a refund of $119 that has not been received for an order that was cancelled.
The gift card in question was sent on November 29, 2022, as mentioned in previous correspondence, and can take between ten (10) to fifteen (15) business days rather than calendar days to arrive. Business days for these purposes are considered Monday to Friday,with weekends and holidays extending the overall delivery timeframe for this gift card. We sincerely apologize for any inconvenience **************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.
Best Regards,
***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************Customer Answer
Date: 12/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Finally I've received the card on the 12-15-2022. Thank you! BBB so much for stepping in help me get my money back.Sincerely,
*********************Initial Complaint
Date:11/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of Transaction: 11/1/2022 Amount Paid: $50.00 I bought two e-gift cards and one email was incorrect. As such, I contacted customer support to no avail and wish to have my money back.Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau
Complaint Case: 18345786
RE: **********
Dear *****,
On November 2, 2022, Blackhawk Networks (Blackhawk) received a complaint from Kia ****** regarding an eGift Card order ******* that was sent to an incorrect email address and was not able to be re-sent to a different one. Blackhawk is the ordering platform owner for these gift card types.
As of November 14, 2022, we have sent three (3) emails requesting order information so we can research his concern with no response. We invite ****************** to use the online Contact Form on the website which was used to place the order so a representative can provide any insight that we may have. We sincerely apologize for any inconvenience **************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.
Best Regards,
***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************Initial Complaint
Date:11/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Blackhawk Networks handles the gift card sales for Kroger. I purchased a giftcard on their site last week using a $5 off promo code I received in my email. 5 minutes after I made the purchase I received a canned email from BHN's bots cancelling my order for no valid reason and asking me to place the order again. When I went to replace the order, now it tells me the promo code is no longer valid. All my information was correct and verifiable, my credit card was valid and active, there was ZERO cause for it to be cancelled. Calls to BHN are routed to useless untrained outsourced morons who are of no help. Emails from Customer (lack of) Service are useless and canned copied and pasted. Finally after hours on the phone I was told by a "supervisor" that a replacement promo code would be sent to me to replace the order. 5 days later I am STILL waiting, and when I reply to their emails we're back to the useless canned copied and pasted responses. This is a common occurrence with this disgusting company. Their Bots improperly flag accounts regularly. The only thing this company seems to know how to do is annoy people with ridiculous Captcha requirementsBusiness Response
Date: 11/22/2022
Tell us why here...November 22, 2022
Better Business Bureau
Complaint Case: 18345432
RE: *******************************
Dear *****,
On November 2, 2022, Blackhawk Networks (Blackhawk) received a complaint from ******************************* regarding promo code 6WJKNNQV that could not be re-used due to order ******* being cancelled.
In researching the order internally, the issue appears to have been with the address used when the order was placed. This has been addressed and ************************ should be able to place an order with no issue. We attempted to reach out to ************************ via email at ******************* for confirmation of where he received the promo code so we could further investigate if a replacement could be provided, but our emails were returned as undeliverable due to the email address not existing. We sincerely apologize for any inconvenience ************************ may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.
Best Regards,
***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************Customer Answer
Date: 11/22/2022
Complaint: 18345432
I am rejecting this response because: The respondent is as full of c*** as the day is long. First of all, there was NOTHING wrong with my address. It's the SAME address I have used before and it is my address and seems to work on EVERY OTHER WEBSITE. They have given me the runaround for weeks now promising to replace the coupon code but not doing so. They are LIARS plain and simple. Emails haven't bounced as I have a whole slew of emails from them. Maybe this clown is running for office, as I have NEVER come across a company that lies so blatantly. The problem is this pathetic company relies on poorly written bots to automatically WRONGLY flag transactions as fraud. This company's grade with the BBB should seriously be reevaluated as they are a HORRIBLE company with HORRIBLE customer service.
Sincerely,
*******************************Initial Complaint
Date:11/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have filed multiple complaints to dispute charges that I did not make on a virtual gift card. I have tried the hotline multiple times and am unable to reach customer service. I have also not heard from the complaint center verifying the case status. I had two fraudulent charges in over ****** worth of services stolen from a virtual gift card and would like the money returned.Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau
Complaint Case: 18345324
RE: *****************************
Dear *****,
On November 2, 2022, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding Dispute DS0404946 concerning unauthorized charges on her Tech Recall Virtual MasterCard.Blackhawk is the program manager for these gift cards on behalf of the issuing bank, MetaBank
On September 25, 2022, Dispute Case DS0404946 was opened due to unauthorized charges totaling $262. ************************************** ****. An email was sent to ****************** with a Dispute Form, requesting that the form be returned with confirmation that the disputed transactions are accurate, that the personal information on the form is correct, that the reason for the dispute is selected, and that the form is signed, either physically or electronically. The email also advised ****************** that a response was needed within ten (10) business days as well as options on how to submit the form by email and by fax. ****************** was also advised to allow thirty (30) to ninety (90) days from the date we receive the filled-out Dispute Form for our investigation with the merchant(s) in question to be completed, as well as an explanation why the investigation takes that long. On October 21, a follow up email was sent advising that, while we had received the Dispute Form, there was information missing from the documentation; specifically,a signature on page three (3) and the Dispute Case number was missing from page one (1). On October 25, 2022, a follow-up email was sent to ******************,advising that if no response was received within five (5) calendar days, the dispute process would proceed based on what was provided.
On November 3, 2022, an email was sent advising that a credit for $262.62 was applied to the gift card ending in ****, with transactions dated November 12 and November 13, 2022,respectively. As of November 14, 2022, we show the available balance is .90. We sincerely apologize for any inconvenience ****************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************Initial Complaint
Date:10/31/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I evidently won my dispute (ds0379984) for $70 which I was told was on a new card on my myprepaidcenter account but there are no cards on profile so ****** dispute # told me they'd email me access to card but they never didBusiness Response
Date: 11/10/2022
November 10, 2022
Better Business Bureau
Complaint Case: 18339241
RE: *****************************
Dear *****,
On October 31, 2022, Blackhawk Networks (Blackhawk) received a complaint from ***************************** regarding a gift card related to Dispute Case DS0379984 that they could not use. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, MetaBank.
In researching this complaint,our records show successful transactions on the gift card ending in **** between October 3 and October 4, 2022. As of October 10, 2022, our records show the available balance is $1.90. Should ****************** have any questions or concerns,we would invite her to contact the phone number on the card itself so a representative may assist in any way they can. We sincerely apologize for any inconvenience ****************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.
Best Regards,
***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************Initial Complaint
Date:10/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
TikTok sent me this card as an out of court law suit settlement. it has absolutely failed to work from the moment. Ive download it every time Ive attempted to use it is declined. I have called them numerous times. My phone is a contract phone so I can approve the phone calls. The person at the Blackhawk Netwerk that I talked to says that I have to actually physically handing card to a person to get it to work but according to ******, they did not send real car, and they only sent virtual ones.Business Response
Date: 10/31/2022
October 31, 2022
Better Business Bureau
Complaint Case: 18325078
RE: *************************
Dear *****,
On October 27, 2022, Blackhawk Networks (Blackhawk) received a complaint from ************************* regarding a digital MasterCard ending in **** that they were encountering roadblocks with using. Blackhawk is the program manager for these gift cards on behalf of the issuing bank, MetaBank.
On October 27, 2022, our records show a transaction on Amazon for $148.94, and another on October 30,2022 for $6.42. As of October 31, 2022, the remaining balance on this gift card is $11.68. This gift card may be used at any online or physical merchant that accepts **** gift cards and/or **** debit cards. Because the gift card is not a physical card, any transactions made in a physical location may require the merchant to manually enter the card number, CVV code, and expiration date. We sincerely apologize for any inconvenience ************************ may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to ** with any further questions.
Best Regards,
***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************Initial Complaint
Date:10/24/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a **** gift card at my local grocery store for 100 dollars for my granddaughters birthday and by the time she tried to use the gift card it was zero balance, after several conversations with BHN and see they have no intention of replacing the funds even though they pretend to be concerned but no action taken on their end.Business Response
Date: 11/04/2022
November 4, 2022
Better Business Bureau
Complaint Case: 18307319
RE: *******************
Dear *****,
On November 25, 2022, Blackhawk Networks (Blackhawk) received a complaint from Pictra ****** regarding unauthorized charges totaling $100 on **** gift card ending in ****. Blackhawk is the program manager of these gift cards on behalf of the issuing bank, MetaBank
On September 3, 2022, we received a phone call from *************************, advising that there were charges on her gift card that she did not recognize. Dispute Case DS0392295 was created,and an email was sent with a Dispute Form to ********************** requesting photos of the front and back of the gift card, a photo of the purchase receipt or activation receipt, a bank statement if the card had been purchased with a debit or credit card, or a utility or phone **** to validate his/her name and address if a purchase receipt or activation receipt was unavailable. **************** was also advised that the Dispute Form must be filled out and sent back to us so we may begin our investigation with the merchant or merchants in question within ten (10) business days, and to allow thirty (30) to ninety (90) days from the date we receive all required documentation for the investigation to be completed as well as options on how to submit the form by email and by fax. On September 7, 2022, we received a phone call from **************** inquiring about the status of her dispute. **************** was advised that we had not yet received the requested documentation. On September 22, 2022, we received a phone call from **************** on **************** behalf due to **************** being a minor, requesting an update to her dispute case. **************** was advised that we had not received the requested documentation. The email address was updated to ********************* and the request was re-sent to that email address for **************** to address. On September 23, 2022, we received an email from **************** but there was no documentation. On September 30, 2022, we received a phone call from *****************We advised that the required documentation was not received, and **************** stated she would re-send what was requested. On October 10, 2022, **************** called regarding the timeframe for our dispute process. **************** was advised that while we did receive documentation, it was a PDF that we could not open.On October 11, 2022, we received the requested documentation and began our investigation with the merchant associated with the charge.
As of November 4, 2022, we are still investigating the charge in question with the merchant. Per the rules set forth by the card network, we must allow the merchant in question adequate time to provide compelling documentation to support the charge as being legitimate.If they fail to do so, or if their documentation does not substantiate the charge, the funds will be returned to you and you will be advised via email within the Dispute Case of the final disposition. We allow thirty (30) days minimum from the date we receive all required documentation to allow the merchant as well as our Dispute Team time to do their due diligence. We sincerely apologize for any inconvenience **************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.Customer Answer
Date: 11/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. We expect a full refund by this ************************************************************************** December.
Sincerely,
Pictra ******Initial Complaint
Date:10/23/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Received a $50 **** gift card back in November of 2018. The expiry date on the card is 11/2027, so I know it's still valid. Every so often I try to activate the card so I can use it, but when I follow the instructions to visit www.giftcardmall.com and then click 'Activate' I am linked to a page that has never once loaded, despite *numerous* attempts over several months, using multiple browsers (the attached screenshots illustrate the results from Safari and Chrome as of today, Sunday October 23rd). The page is: https://www.giftcardkey.com/ I can understand a page like this being down for a day or even a week or two, here or there, but this has been months, and this is starting to feel like a scam. I would like Black Hawk Network, who owns and operates this website, to contact me and help me activate my card. Thanks.Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau
Complaint Case: 18301592
RE: ***********************
Dear *****,
On October 23, 2022, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding a $50 gift card that they are encountering roadblocks with activating. Blackhawk Network is the program manager for these gift cards on behalf of the issuing bank, MetaBank.
On October 24, 2022, we requested photos of the front and back of the gift card in question, and we received the photos on October 25, 2022. Our research into the gift card ending in **** is active with a full balance of $50 as of October 26, 2022. This gift card may be used online or at any physical merchant that accepts **** gift cards and **** debit cards. Should ************** encounter any roadblocks with using the gift card in question, we invite him to contact the phone number on the back of the gift card or to utilize the website listed on the card for assistance. We sincerely apologize for any inconvenience ************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************Customer Answer
Date: 05/01/2023
In response to my complaint I received a reply from the company indicating that I could go ahead and use the card anywhere without having to activate it first.
In the intervening months I have tried on several occasions to use the card at various places - mostly gas stations. On every single occasion I am prompted for a PIN number, which I do not have (it is not printed on the card itself, it is not on the ************ came in (which I have kept) and again, the website where I might activate or access the card is always, always down). I emailed the company again, but have received no response.
Business Response
Date: 05/04/2023
VIA BBB WEBSITE
May 4, 2023
Better Business Bureau
Complaint Case: 18301592
RE: ***********************
Dear *****,
On May 1, 2023, Blackhawk Networks (Blackhawk) received a complaint from *********************** regarding a $50 gift card that they are encountering roadblocks with activating. Blackhawk Network is the program manager for these gift cards on behalf of the issuing bank, MetaBank.
As mentioned in previous correspondence,the gift card ending in **** is active with a full balance of $50. Our records show that this card was purchased at an Albertsons location; Gift cards purchased in a physical store are activated at the time of purchase. Our records show that there have been no declined or attempted transaction on the gift card.This gift card may be used online or at any physical merchant that accepts **** gift cards and **** debit cards. Should ************** encounter any roadblocks with using the gift card in question, we invite him to contact the phone number on the back of the gift card or to utilize the website listed on the card for assistance. We sincerely apologize for any inconvenience ************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.comCustomer Answer
Date: 05/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.However, just for the written record, the response itself is nonsense. It ignores or misunderstands my original complaint, questions my integrity (there are no "declined transactions" because a transaction can't be declined if you don't know that **** PIN!), and directs me to the same broken resources I was complaining about (their website). However, entirely coincidentally (ahem), their website is suddenly functional for the first time in months, so I was finally able to register my card (something they kept claiming I did not have to do) and set a PIN number, so there's at least a chance now I might be able to use the card. However, if some other issue prevents me from using it, I'll be back.
Sincerely,
***********************Initial Complaint
Date:10/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I currently had my card stolen and ************************************************************************* my money back. I have called and nothing, I would really like my money back because I can not pay my bills now.Business Response
Date: 10/31/2022
October 31, 2022
Better Business Bureau
Complaint Case: 18299859
RE: ***************************
Dear *****,
On October 22, 2022, Blackhawk Networks (Blackhawk) received a complaint from *************************** regarding $3,700 worth of unauthorized transactions on a NY DOL ********************** gift card.
On October 6, 2022, ***************** called regarding charges totaling $3,726.26 on a gift card ending in ****. Dispute Case DS0410764 was created, and an email was sent with a Dispute Form, requesting that the form be returned with confirmation that the disputed transactions are accurate, that the personal information on the form is correct, that the reason for the dispute is selected, and that the form is signed, either physically or electronically as well as a Police Report for the charges in question. The email also advised ****************** that a response was needed within ten (10) business days as well as options on how to submit the form by email and by fax. ****************** was also advised to allow thirty (30) to ninety (90) days from the date we receive the filled-out Dispute Form for our investigation with the merchant(s) in question to be completed, as well as an explanation why the investigation takes that long. On October 7, 2022, ***************** provided the Dispute Form photos for his Dispute Case. On the same day,****************** called to inquire about status and was advised that a replacement card, ending in ****, was sent as a security precaution. On October 8, 2022 ***************** called to inquire about the status of his Dispute. ****************** was advised that an update would be provided via email, and an email was sent re-requesting a Police Report as well as reiterating that the Dispute Form needed to be filled out and returned. On October 15, 2022, ****************** called to receive a transaction history. The transaction history was provided, and ***************** was advised of a twenty four (24) to seventy-two (72) hour timeframe for any updates to be provided via email.
On October 22, 2022, ***************** called to receive an update to his Dispute Case. ****************** was advised that we still needed a notarized Dispute Form and a copy of a Police Report. ****************** was also reminded that until we receive these documents, no investigation may be begun. ****************** requested to speak with a supervisor,who advised him that while the Case may be escalated, we still need to allow between thirty (30) and ninety (90) days for the merchant to respond with supporting documentation. On October 23, 2022, ****************** called to request an update. ****************** was reminded that we were still in need of the notarized Dispute Form and a Police Report before any escalation of his Case may be done.On October 28, 2022, the requested photos received of the Dispute Form.However, the photos do not show that they are notarized. ****************** called to request that the Dispute be escalated. ****************** was reminded of the thirty (30) to ninety (90) day timeframe from the date the requested documentation is received. As of October 31, 2022, we have not received photos of the notarized Dispute Form, nor have we received the Police Report associated with the charges in question. Once we have received these documents as advised previously, we will begin our investigation with the merchant in question. We sincerely apologize for any inconvenience ****************** may have experienced.
With this, we consider the matter resolved. Please, do not hesitate to reach out to us with any further questions.
Best Regards,
***********************
Blackhawk Network
Regulatory Complaint Specialist
****, ** 89521
www.BlackhawkNetwork.com
****************************************************
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